Blended Interaction™

Blended Interaction™ is a unified communications (UC) application for the contact center from Aspect Software® that unites inbound routing, Internet contact, voice portal, outbound dialing, and workforce management capabilities to meet the increasing demands of Consumer 2.0.

Blended Interaction offers a new way to engage with customers and leverage enterprise resources, as well as simplify and automate your customer service, sales and collections needs.

Product Capabilities
Blended Interaction uses the power of software to target your specific business objectives. It is readily extensible and includes access to complementary capabilities as your needs grow and change. Leveraging either session initiation protocol (SIP)- based voice over IP (VoIP) or traditional voice, Blended Interaction scales from tens to thousands of agent positions in a single- or multisite environment.

Blended Interaction allows you to:

  • Reduce cost and complexity by eliminating computer telephony integration (CTI) expenses.
  • Improve operational efficiency with a universal agent pool for inbound, outbound, Web chat and email contacts.
  • Increase first call resolution rates through data directed routing and expert agents.
  • Reduce costs through proactive and automated outbound notification.
  • Improve workforce effectiveness and decrease costs by planning for the right agents at the right time.
  • Deliver a consistent experience across all channels.
  • Proactively contact customers through voice, short message service (SMS), or email to reduce costs while improving the customer experience.
  • Provide unified reporting capabilities to give visibility and insight across interactions.

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